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FAQ - Common Issues - Purchasing

Q: I can't select a specific cost line when paying an invoice — what's wrong?

This issue usually occurs when a Purchase Order was created with the "Single Good/Service or Blanket PO" type. This PO type does not allow you to select individual account lines when applying an invoice.

Resolution:

    • If the PO was set up with the wrong type, a new PO may need to be created with the correct type that allows line-level invoice application.

    • Contact your supervisor or administrator to confirm the correct PO type before creating future POs.

💡 Tip: When a PO covers multiple account lines and you need to pay invoices against specific lines, use a PO type that supports line-item selection. If you are unsure which type to choose, contact Aclarian Client Support before creating the PO.

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Q: Why do I have Purchase Orders with a zero balance that are still open?

Purchase Orders do not automatically close or disable once their balance reaches zero. Closing out zero-balance POs is a manual process.

How to close zero-balance POs:

  1. Run a PO report filtered by zero balance.
  2. Review the list and identify POs that are fully paid and should be closed.
  3. Use the PO close/disable process in Aclarian to mark them as closed.

📧 If you need guidance on the bulk close process or would like to discuss automating this in the future, please contact Aclarian Client Support.

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Q: The vendor name on an AP invoice doesn't match — how did this happen?

When vendors submit invoices through the Vendor Portal, they select their own vendor name or information. A mismatch can occur if the vendor selected the wrong profile or if there are duplicate vendor records.

Steps to investigate:

  1. Open the invoice in the AP Invoice form and note the vendor linked to the invoice.
  2. Check whether there are duplicate vendor records in Vendor Management.
  3. If the wrong vendor was selected, the invoice may need to be voided and re-entered with the correct vendor.

📧 If you need help tracing how a vendor entry came through the portal, contact Client Support with the invoice link.

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Q: The Action button on an AP invoice isn't opening the field — how do I fix it?

If clicking the Action button on an AP Invoice form does nothing or the field does not open, this is typically a browser-related issue.

Steps to resolve:

  1. Clear your browser cache and try again.
  2. Try the action in an Incognito/Private window.
  3. Switch to Google Chrome if you are using another browser.
  4. Disable any browser extensions that may interfere with the portal.

📧 If the issue persists after trying the above steps, please contact Client Support and include the direct link to the invoice form.